Is there a link? Employee satisfaction and service quality

Abstract

Success in logistics business comes from strategies to ensure that an organization has necessary resources, especially people or employee, which could be utilized to achieve its goals effectively. The current study addressed employee satisfaction toward work-related factors, which could present the effect to service delivery, service cost and service quality in logistics business. Sixty-seven respondents form eight logistics companies in Thailand participated in the study between 2007 and 2008. The result indicated that employee satisfaction toward work-related factors had significant relationships with service quality, service cost as well as service delivery. It indicated that supervision style had the strongest link to service quality while the salary factor was identified as having the lowest influence on service cost and moderate impact on service quality and service delivery. Research implications are also discussed.

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